🛠 Tech Stack

💼 About This Role

You'll lead and scale customer support operations for a SaaS platform serving public-sector clients. Your core impact will be ensuring fast, reliable service delivery across multi-tiered support teams while driving AI-enabled support tools and automation strategies. This role offers the chance to directly improve public safety technology in a mission-critical environment.

🎯 What You'll Do

• Lead and scale multi-level support organization with 24/7 operations
• Manage ticket lifecycle including triage, escalation, and resolution
• Establish SLAs, metrics, and backlog management processes
• Collaborate with Engineering and Product on complex issue resolution

📋 Requirements

• 6–10 years in Customer Support or Support Operations within SaaS
• 2–5 years of leadership experience managing support teams
• Hands-on expertise with Zendesk, Jira, or similar platforms
• Experience in 24/7 support models and escalation management

✨ Nice to Have

• Experience with AI-enabled support tools and automation
• Knowledge of APIs, integrations, and cloud-based platforms

🎁 Benefits & Perks

• 💰 Competitive salary $120k-$145k plus bonus
• 🏥 Comprehensive healthcare package
• 🏖️ Flexible PTO policy
• 🏠 Fully remote work environment
• 📈 Opportunities for leadership growth

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical Assessment· 60 min
4. 4Panel Interview· 60 min
5. 5Offer· N/A

🚩 Heads Up

• Requires FBI fingerprinting and background checks in multiple states